Contents of Synopsys

Title of project
CUSTOMER SERVICE OF FMCG SECTOR WITH
REFERENCE TO BIG BAZAAR
Introduction to topic
Fast Moving Consumer Goods (FMCG) can be defined as packed goods that
are consumed or
sold at regular and small intervals. The prices of the FMCG are relatively
less and profits earned through such sales are more volume based. The
organized FMCG retailing in India is a new concept and is fast catching up in
urban and semi-urban India.
The FMCG Sector in India has witnessed a range of recent developments.
Tax deductions on
various items, rise in the penetration levels and per capita consumption
are some of the major
developments in FMCG. The FMCG Sector in India is the fourth largest sector
in the Indian
economy. As per the reports of the 2005-06 financial years, the market
size of the sector was
registered as USD 13.1 billion. The FMCG Sector in India involves a strict
competition between
the organized and unorganized sectors of consumer durables. India
offers an abundance raw
materials (Some product categories such as jams, toothpaste, skin care
products, hair care
products, etc have experienced a low per capital consumption as per a
report presented in
2006,low-priced labour costs, and also has a presence across the entire
value chain.
Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a
supermarket chain, blends the look, touch and feel of Indian bazaars with
aspects of modern retail like choice, convenience and quality and Central, a
chain of seamless destination malls. Some of its other formats include,
Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station. The company
also operates an online portal, futurebazaar.com.

Significance
Its provide guideline for further research in area for organized retail.
Research says about customer buying behavior towards Big Bazaar.
The research is also important to identify Market size, growth and
Market Potential of Big Bazaar. The research shows future Scenario of
Big Bazaar in current perspective. The study shows Opportunities and
challenges for Big Bazaar espect of internal & external environment.
Research say about main competitors in the field of organized retail
sectors. The study provide guideline to further extension of Big

Bazaar. The study provide help to know the customers satisfaction

with Big Bazaar stores.

Scope of Study

The scope of this research is to identify the buying behavior of

customers of Big Bazaar. Thisresearch is based on primary data and
secondary data. This study only focuses on urban buying behavior of
customers. The study does not say anything about rural buying
behavior of customer because rural norms/status/attitude &
acceptance of the rural customers differs with urban customers. It
provides help to further the research for organized retail sector. It aim
to understand the skill of the company in the area like technological
advancement, competition in management.

Literature Review
For the survey of existing literature, the research papers published in
Journals, Reference books, Magazine, internet, government report etc were
referred. The observation and findings presented in this section are based
on this literature review. Feinberg, Sheffler, Meoli and Rummel (1989)
considered the social stimulation provided by malls, finding that the mall
served as an outlet for social behavior. Further examination of this issue was
made by Lotz, Eastlick and Shim (2000), who studied the similarities and
differences between mall entertainment seekers and mall shoppers. Their
results supported hypotheses that there are different motivations for
individuals who visit a mall for entertainment activities versus those who
visit for shopping purposes. Roy (1994) in his study considered several
characteristics of shoppers - such as functional shopping motivation, deal
proneness, recreational shopping motivation, age, income and family size,
to be a significant influence on mall shopping frequency.

Objectives of Study

1. To analyze how the mix influence the customer satisfaction level.

2. To determine the current status of big bazaar.

3. To study the satisfaction level of customers with regard of big

bazaar.
4. To find out the buying behavior of the customers coming in to Big
Bazaar.
5. To identify main competitors of Big Bazaar with regard to services.

Proposed Research Methodology

Methodology adopted for study

Observing the working of various departments like finance. Human
resource, marketing, purchasing, production.
Discussion with the executives, managers, employees.
Visiting & surfing websites of company.
Sources of Data
Primary Source
Secondary Source
Primary Source- The primary data will collect by means of a survey.
Questionnaires were prepared and customers of the big bazaar at two
branches were approached to fill up the questionnaires. The
questionnaire contains 20 questions which reflect on the type and
quality of services provided by the Big bazaar to the customers. The
response of the customer is recorded on a grade scale of strongly
disagree, disagree, uncertain, agree and strongly agree for each
question. The filled up information was later analyzed to obtain the
required interpretation and the findings.
Secondary Source- In order to have a proper understanding of the
customer service of Big Bazaar a depth study was done from the
various sources such as books, a lot of data is also collected from the
official websites of the Big bazaar and the articles from various search
engines like Google, yahoo search and answers.com.

Expected Research Outcome

India is one of the worlds biggest producers of a number of FMCG products
but the countrys exports account for a very small proportion of the overall
output. Food-processing Industry: With 200 mn people expected to shift
to processed and packaged food, India needs around USD 30 bn of
investment in the food processing industry.

The growth of the FMCG sector has also been facilitated by the modern formats of retailing.
Additionally rising income levels in both rural and urban India are expected to further boost the

sales of fast moving consumer goods. Industry prospects are definitely looking bright for
domestic and foreign retailers, manufacturers and wholesalers.
The food segment is expected to outperform all the other FMCG segments. On an average,
Indian consumers spend around 36% of their income on food, hence why the food industry
plays a major role in the countrys economy.
India also faces an acute crisis of malnutrition, with millions of people going without food. The
Highest number of diabetes cases are also seen here. However this can also be seen as a great
opportunity for companies manufacturing food, particularly in the health foods segment.
The fast moving consumer goods sector is also penetrating the rural market, which is growing
at a fast rate. With more awareness, people in rural India have developed a taste for more
contemporary food, which further suggests the scope and potential this sector offers.

Tentative Chapter outline

As most of the retail industries did market research before entering into
market. Same thing was done by Big Bazaar. Location, market, consumer
perception analysis was done by big bazaar.
In one year, much more diversification was done in it. And to retain
customers they use many loyalty programs & IT techniques.
Big bazaar, a part of future group is a hypermarket offering a huge array of
goods of good quality for all at affordable prices. Big bazaar with over 140
outlets in different part of India is present in both the metro cities as well as
in small towns.
Big bazaar can attract more customers by different variety an d
assortments.
They can improve customer satisfaction by providing home delivery
services.
We can conclude that Big Bazaar has one of the major retail industry in
india.
Working environment is good and also the various facilities is provided to
increase the customer services.
There exist a healthy & strong relationship between employees and
managers.
The employees accept their responsibility wholeheartedly and perform the
services in well manner that satisfied the customers.